It Service Delivery Manager

Position Title: Infrastructure Service Delivery ManagerPosition Type: Contract (6-12 months)Location: East London, South Africa (Onsite)Client: InfosysTechnical Skills (Required - Must Have)10+ years of experience in customer-facing roles.Working knowledge of EUC operations including Remote support and Deskside support.Know-how on ITIL Framework.ITIL Certification would be recommended.Experience in Stakeholder management.Experience in Partner management.Proven Customer Service skills.Excellent written and oral communication skills.Technical Skills (Required - Nice to Have)Awareness of latest technologies and trends.Knowledge of agile methodologies.Ability to identify and instill industry best practices.Language Skills NeededEnglishPeople SkillsClient management.People management.Soft SkillsCreate deep client impact.Execution excellence.Areas of ResponsibilitiesThe role is expected to carry out the following functions/activities:Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround.Point of Contact for IT Teams and Vendors across geographies.Point of Contact for future Infrastructure Enhancement and requirement gathering.Coordinate with IT teams at different client sites for Incident resolution and Project Implementations.Manage IT Service Delivery at onshore locations.Coordinate with Offshore IT Team for coherence with Business requirements.Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team.Work with PMO on short/long term IT Project implementations.Work with Delivery SPOCs and client Business users on IT requirements.Coordinate with 3rd party vendors/contractors on IT System upgrade/break fix/new installations.Vendor Contract and License Management.Implement Service improvement and Transformation initiatives.
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